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Episode Info:

In this episode, digital experience expert Russ Starke shares why he focuses on providing his internal “thinkers” with detail and context in order to provide a better customer experience. Laura and Russ also explore the differences between manipulation and influence, the importance of providing leeway for failure, and Russ’ story of how a late night company email taught him the value of communicative timing as well as the power of being open to feedback.

Russ Starke, a 23 year design veteran, is CEO of Think Company—a service design and digital experience design and development firm based in Philadelphia. In addition to that, he serves on several boards focused on issues ranging from poverty and homelessness to social and economic justice.   

You can connect with Russ here:

To download the complete "Listening to Understand" conflict resolution worksheet, go to

To learn more about Dr. Laura Sicola and how mastering influence can impact your success go to and download the quick start guide for mastering the three C’s of influence.

You can connect with Laura in the following ways:


LinkedIn Business Page:


Facebook: Vocal Impact Productions

Twitter: @Laura Sicola 


Instagram: @VocalImpactProductions

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